SPECIAL REPORT
NEW PROJECTS
FIVE-STAR HOTELIERS:
SETTING THE STANDARDS Twelve influential hoteliers in the Middle East share their experiences and tell us how they stay on top of the game.
Consumers are adapting to the new norms without complaining.
3. Do you have any new projects or plans in the pipeline? No, we don’t for the moment.
4. In your opinion, what qualities make an outstanding hotelier?
Dr. Ghassan Aidi President and CEO, IHRA
1. What does the path to recovery look like, and how are you making the postpandemic experience safer for guests?
It should be great service. Unfortunately the business of providing guests with an excellent service is disappearing today. You hear of guests checking into a room at midnight that costs euros 1500 asking for a steak and only being given a sandwich or salad. This is ridiculous - for what they are paying, they are entitled to a luxury service.
5. What is your motto?
It’s not looking promising. The recovery for five-star hotels didn’t start at all. It is only the three and four-star properties that are surviving.
Today we need to survive rather than make money.
2. What changes in consumer behavior have you noticed?
They should wait before opening. This is not a good time to open for the first time.
6. What advice would you give someone who is joining the industry?
Many customers are opting for lower grade hotels given the fact that a lot of fivestar properties are limiting their services. We’re making the hotel experience safer through Lead With Care — our enhanced health and safety program that is focused on providing care, confidence and comfort to all guests, employees and residents.
2. What changes in consumer behavior have you noticed?
Simon P. Casson President of hotel operations for EMEA, Four Seasons Hotels and Resorts
1. What does the path to recovery look like, and how are you making the postpandemic experience safer for guests? I’m optimistic about the future, as I’ve witnessed how quickly and effectively our people have adapted to recent challenges.
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HOSPITALITY NEWS ME | OCT-NOV 2020
Safety, privacy and comfort have always been top priorities among hotel guests. As travel returns, we’re seeing increased interest around Four Seasons Private Retreats as guests seek out secluded stays in remote destinations. Four Seasons App and Chat also help limit contact while maintaining the highest levels of personal service.
3. Do you have any new projects or plans in the pipeline? Our renovation project at Four Seasons Hotel Riyadh at Kingdom Centre continues to progress, transforming the property to reflect
the nation's vibrant future. Four Seasons Hotel Madrid — our first hotel in Spain — will open its doors to guests soon and is a spectacular addition to our portfolio.
4. In your opinion, what qualities make an outstanding hotelier? Passion, vision, enthusiasm, meticulousness, tenacity, ambition, emotional intelligence, empathy and humor are all important.
5. What is your motto? In a world where you can be anything, be kind.
6. What advice would you give someone who is joining the industry? Choose an environment where you can grow and flourish. Be prepared to work harder than the person next to you, and share your passion.
